Customer Success Engineer

Boomtown

Tempe, AZ, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/28/2021
  • Website: goboomtown.com
  • Company Address: 1622 Tiburon Boulevard, Belvedere Tiburon, CA, 94920

About Boomtown

Boomtown is a product support platform that makes it simple to sell, activate, and service technology products that are used by real-world businesses.

Job Description

About Us

Boomtown is the customer experience management company. We help enterprises and their partner ecosystems deliver exceptional customer experiences with complete visibility and precise control.

Our CXMEngine includes pre-built CRM connectors, experience orchestration and automation tools, as well as knowledge delivery and integrated communication solutions in one seamless platform.

The world’s largest businesses trust our technology because it has been tested and proven in the most complex and secure business environments. Customer experience professionals choose us because we deliver simplicity at massive scale, streamlining CXM efforts at every customer touchpoint.

Founded in 2014, Boomtown is made up of dedicated CXM experts and technologists. We are headquartered in Tiburon, California, and backed by NYCA Partners, Telstra Ventures, Capital One Ventures, and Commerce Ventures.

To learn more and to join the enterprises delivering exceptional experiences to over 1.6 million customers with Boomtown, please visit: www.goboomtown.com.

 

About the Role

This is a fantastic opportunity for an intelligent, communicative and highly motivated individual to help drive the continued growth and performance of our company. 

As a Customer Success Engineer, you will act as the partner facing product expert and will be responsible for working with and guiding our partners through implementation of our software platform. As the resident product expert, you will also assist internal teams with technical knowledge of our platform’s features and integrations. This role combines technical, people and project management skills.  While you won’t be coding, you will need to be familiar and comfortable with using and configuring enterprise software.  

The ideal candidate is customer service oriented, has great client communication skills, is well organized, and can prioritize effectively. Success in this position will require a positive attitude, great time and project management, strong work ethic, and a passion to build great relationships both internally and within strategic partners.

This role will be based in either Tiburon, California or Scottsdale, AZ and will report to Boomtown’s Director of Customer Success

We have employees across the United States and Europe and place a premium on expertise over your physical location.

 

 

Responsibilities

  • Maintain expert-level knowledge in product features and functions and act as a product expert for partners and internal teams to implement new products and features
  • Collaborate with Account Managers, Marketing, Platform Success, Sales and Service Operations to ensure scalable and efficient software fulfillment
  • Understand our partners’ business objectives and technical challenges, and communicate how Boomtowns solutions can be used to achieve those goals
  • Own the end-to-end implementation of all Boomtown software partners. This includes project scoping, planning, configuration, and support during the implementation process
  • Assist and monitor the implementation of all Boomtown Services partners and ensure the successful completion of all onboarding steps
  • Troubleshoot inbound issues that arise for partners with Boomtown’s software through detailed comparison of data and other insights
  • Provide technical guidance and best practices for partners and internal teams related to Boomtown’s software feature and product setup and configuration
  • Deliver presentations, run project meetings, participate in conference calls as the Boomtown expert and point of contact

 

Skills and Experience

  • Project management background, PMP or equivalent preferred
  • 1+ years of experience in SaaS and/or Enterprise Software with strong technical aptitude
  • Experience implementing and onboarding software partners
  • Strong organizational skills and ability to manage multiple opportunities and work-streams simultaneously
  • Accountability – must follow up with partners when you say you will and understand the balance of guiding versus pushing partners to complete tasks
  • Ability to communicate clearly and effectively at all levels of an organization.  Must be able to explain complex functionality in ways that are understood at all levels of an organization 
  • Executive presence with the ability to influence credibly and effectively at all levels of the organization.  Must have a high degree of comfort in presenting to senior stakeholders, both internal and external
  • Self-driven and able to work under pressure and to tight timescales whilst also being able to deal effectively with ambiguity
  • Ability to work in an extremely fast-paced environment, have a collaborative nature and be comfortable working with cross-functional group of teams
  • Willingness to challenge the status quo and identify areas of improvement across functions
  • Bachelor’s degree, preferably in a hard science
  • An energetic, driven, fun and generally awesome personality!

If you’re excited about redefining how companies deliver exceptional customer experiences, come join us and help shape the future of our company. Boomtown is a close group that values hard work, dedication, learning, and creativity. We offer equity participation in an early stage, high growth technology company, competitive medical, dental, vision, and wellness benefits, unlimited time off, and cash and stock bonuses for excellent performance.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.